1. Surprising and Delighting Your Community 1 Mitchell Fawcett Motive Communications @mitchellfawcett Copyright Mitchell Fawcett 2014

2. Value of Guest Loyalty 6 Stays Per Year $36,000 $200 x 3 Nights 10 Years of Loyalty Copyright Mitchell Fawcett 2014

3. What do your customers value? What can your business offer? Copyright Mitchell Fawcett 2014

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6. Fight#FightIrritation Copyright Mitchell Fawcett 2014

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16. Stalking Your Customers Copyright Mitchell Fawcett 2014

17. Facebook Twitter LinkedIn Instagram Pinterest FourSquare Legit Sleuthing Copyright Mitchell Fawcett 2014

18. Who to Surprise and Delight? New Customers Loyal Customers Customers with Past Complaints Customers with Milestones Social Influencers and Media Copyright Mitchell Fawcett 2014

19. What do Community Managers Need? Listening Skills Excellent CRM Software Operational Integration Responsiveness Empowerment Time Copyright Mitchell Fawcett 2014